Subsidence Claims Handler in Leicester

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview

Due to our incredible growth across the Home Claims space, we’re now looking for a number of Subsidence Claims Handlers to join the team. You’ll manage a portfolio of home/household subsidence and ground movement claims, acting as the point of contact for your customers. You’ll deliver outstanding customer outcomes while balancing technical accuracy, effective indemnity spend and regulatory compliance. You’ll investigate the cause of movement, interpret technical reports and manage what can often be complex, long-term claims with empathy and professionalism. Your decisions will influence both customer experience and claim outcomes, ensuring repairs are appropriate, proportionate and compliant with policy terms.

Job details – you’ll need to have demonstrable experience in:

• Managing a portfolio of subsidence and ground movement claims, from initial validations through investigation, monitoring, repair and final settlement, ensuring claims progress efficiently and in line with service standards.
• Assessing policy coverage, liability and claim entitlement, reviewing technical evidence including various reports to determine cause, scope and appropriate claim outcomes.
• Instructing and managing specialist suppliers and contractors, including engineers, surveyors, drainage specialists and repair networks, ensuring service delivery, technical quality and value for money.
• Making informed claim decisions and negotiating fair settlements, maintaining accurate reserves, controlling indemnity spend and authorising payments within delegated authority.
• Delivering excellent customer service throughout the claims journey, providing proactive communication, managing expectations and supporting customers through complex and lengthy investigations.
• Ensuring regulatory and technical compliance, maintaining accurate records, identifying potential fraud, delivering fair customer outcomes and contributing to continuous improvement in claims performance and processes.

Essential Skills/experience

• Strong experience in handling home/household insurance claims, specifically in the subsidence/ground movement space.
• Good ability to review and interpret technical reports and supporting evidence with a strong understanding of policy interpretation and home claims insurance principles.
• Outstanding customer service and communication skills, combined with strong organisational skills.
• Proven experience of being able to make balanced commercial decisions using sound judgement.

The interview process

• Recruiter screening call.
• 1st stage interview with hiring leader.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. This means if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).

Benefits:

• Flexible working – we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, and support groups.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks.
• Access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please also note that we have a thorough referencing process, which includes credit and criminal record checks. At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us.